Home/SmarterTrack/SmarterTrack Release Notes

Version 3.6.3413 (May 7, 2009)

  • Fixed: A licensing error will no longer occur if you upgrade SmarterTrack using a MySQL database

Version 3.6.3411 (May 4, 2009)

  • Changed: Tickets that are replied to using the send and transfer method now include any transfer notes above the response
  • Fixed: Counters in the left tree view now update properly
  • Fixed: Custom reports can now be exported properly in CSV and TAB formats
  • Fixed: Event details listed across multiple Events pages now display correctly
  • Fixed: The KB Contribution trend report now works properly in MySQL
  • Fixed: The KB Popularity trend report now works properly in MySQL
  • Fixed: The KB Searches trend report now works properly in MySQL
  • Fixed: The KB Searches Without Results report now works properly in MySQL
  • Fixed: The KB Searches Without Views report now works properly in MySQL
  • Fixed: The Live Chat queue page now displays information about active Live Chats in the queue
  • Fixed: The New Live Chat sound now plays when an agent has a Live Chat welcome message
  • Fixed: The queries that reindex the search tokens in the system no longer run slowly
  • Fixed: Ticket and Live Chat transfers now perform as expected in Safari 4 browser
  • Fixed: Tickets are now distributed correctly using the round robin distribution method
  • Fixed: WhosOn chat invitations now work with all foreign characters

Version 3.6.3355 (Mar 8, 2009)

  • Added: All preview panes now show a default message when nothing has been selected
  • Changed: The chat window in the management interface will now automatically close when it is transferred to another agent.
  • Changed: The transfer window is now larger to accommodate a larger text area
  • Efficiency: All Live Chat advanced searches now operate approximately 10 times faster in Microsoft SQL
  • Efficiency: All Live Chat advanced searches now operate approximately 80 times faster in MySQL
  • Efficiency: All Ticket advanced searches now operate approximately 10 times faster in Microsoft SQL
  • Efficiency: All Ticket advanced searches now operate approximately 80 times faster in MySQL
  • Fixed: Activating a trial key would show an error message even when the key was valid
  • Fixed: Attachments weren't being included with Tickets that have been merged with other Tickets
  • Fixed: Customers who submit Tickets through email weren't able to see their Tickets in the portal
  • Fixed: Live Chat advanced searches will now show more relevant results
  • Fixed: Some Tickets could not be responded to if a curly brace was included in the body of a message
  • Fixed: Some trend reports were not showing accurate data
  • Fixed: The business hours setting will no longer cause Live Chats to turn off prematurely
  • Fixed: The default skin was not being used when changed in General Settings
  • Fixed: The events Message Received and Sent Events were not working properly
  • Fixed: The Live Chat messages area in the management interface was not able to be seen when page pushing was disabled
  • Fixed: The users page in the management interface will now work properly in Turkish
  • Fixed: Ticket advanced searches will now show more relevant results

Version 3.6.3309 (Jan 22, 2009)

  • Added: If one or more areas of the portal require a verified email address, system will now show a message on the Portal homepage with a quick link to re-send the verification email.
  • Added: New option added to Ticket Settings that hides tickets in the Portal that were created by email, allowing for separation if two accounts may use the same email address.
  • Added: When searching the Knowledge Base on the Portal and viewing an article, a new left link has been added to go back to the search results.
  • Changed: Searching tickets of "all statuses" will now include deleted tickets.
  • Changed: Ticket indexing method updated to index more content in HTML-only emails.
  • Fixed: Clear Search on Advanced Search pages now clear out custom field parameters correctly.
  • Fixed: Ticket and Chat Search Indexing is now working properly when using MySql.
  • Fixed: Using the Tab key in editors when using FireFox will no longer crash the browser.
  • Security: Added additional behind the scenes security checks when viewing tickets.

Version 3.6.3274 (Dec 19, 2008)

  • Changed: Rss feed titles and subtitles are now editable/translatable through the keys starting with "RssHandler"
  • Fixed: A rare bug with inbound spool testing causing blank tickets to be created has been resolved.
  • Fixed: Ticket unread indicator will no longer indicate that a ticket has been read unless the agent viewing the list has read the ticket.

Version 3.6.3267 (Dec 15, 2008)

  • Changed: AboutThisFolder.txt files updated to reflect the purpose of directories they are in.
  • Changed: Activation will now try HTTPS first, then failover to HTTP if port 443 is blocked.
  • Changed: Added zip, txt, and xml files as valid documents by default in KB Articles and News Items.
  • Fixed: Agents added to a group will now still show up even if their agent role is removed.
  • Fixed: Custom fields are now being set properly for chats started from invitations.
  • Fixed: Hyperlink custom fields now function properly in FireFox.
  • Fixed: In Visitor Settings, "Enable new user registration in Customer Portal" setting now saves correctly.
  • Fixed: Inbound and Outbound spools wll now fail to start if the file permissions on the folders are set incorrectly.
  • Fixed: Live Chat tooltip is now properly encoded for non-English translations.
  • Fixed: Looping auto-responders are now detected with more accuracy.
  • Fixed: On some systems, the indexing background thread was failing to start.
  • Fixed: Rare "null reference" error in STRoleProvider.IsUserInRole was fixed.

Version 3.6.3246 (Nov 21, 2008)

  • Changed: Bounce message received routine enhanced for more accurate detection.
  • Changed: Ticket replies through the web will always show all content to agent.
  • Fixed: Agent Web Sessions Audit report now functions properly.
  • Fixed: Attachment names no longer get corrupted in browsers other than Internet Explorer.
  • Fixed: Attempting to delete a custom template that is in use by a department will now show a proper failure message.
  • Fixed: Custom fields of type Date, Time, or Date+Time will now properly auto-fill if that option is enabled.
  • Fixed: Database creation scripts will now use InnoDB engine in MySql, accomodating foreign keys.
  • Fixed: Emails with no return path will no longer get treated as bounce messages if a valid from address exists.
  • Fixed: Event condition for Time of Day now loads properly if the comparison type is set to "Outside."
  • Fixed: Flagged KB Articles report now functions correctly.
  • Fixed: In Internet Explorer 8 Beta, popups will no longer close immediately due to page caching.
  • Fixed: Knowledge Base results now account for privacy setting of parent folders in the auto-responder and Newest KB Articles view (Portal and RSS Feed).
  • Fixed: Null-reference exception in GetLastActiveDateForAllAgents was fixed.
  • Fixed: Search indexing will no longer stall if certain international characters exist in text of item.
  • Fixed: When a user looking at a chat link image is not permitted to submit new tickets and Live Chat is offline, the image will no longer link to the new ticket page.
  • Fixed: When two similar actions belong to an event, the second instance can now be edited properly.

Version 3.6.3229 (Nov 4, 2008)

  • Added: Per-department custom messages before a chat is started through Portal.
  • Added: Per-department custom messages before and after Ticket submission through Portal.
  • Added: POP3 now supports SSL connections.
  • Added: SMTP now supports SSL connections.
  • Changed: Email address will no longer show on submit ticket page if template chooses not to show it and user is logged in with an email address
  • Changed: POP and SMTP Passwords are now encrypted in the database.
  • Fixed: Department sub-trees on Manage tab now navigate properly.
  • Fixed: In event system, the following conditions now work properly: Acting Agent, Comment Type, KB Folder
  • Fixed: Some interface items that were not translatable have been corrected.
  • Fixed: When using HTTPS, Flash sound control will no longer show a security warning box

Version 3.6.3217 (Oct 22, 2008)

  • Added: New web service in svcTickets.asmx for creating an outbound ticket.
  • Added: Web services now support configured external login providers.
  • Changed: View Logs page changed to sort by filename descending by default.
  • Fixed: Automatic Sql Server Express installation not running scripts properly on 64 Bit installations.
  • Fixed: Blowery compression component no longer adds superfluous errors to the error log.

Version 3.6.3216 (Oct 21, 2008)

  • Added: Ability to add/view comments for chats that are in the queue without first taking ownership.
  • Added: Additional activation checks added to checkup page for troubleshooting.
  • Added: Button added to quickly grab a chat from the queue.
  • Added: Log Settings page added with auto-delete settings for log files.
  • Added: Product will now show a system level reminder when new versions of SmarterTrack are available.
  • Added: Status tree icons added to the Queue in left tree.
  • Changed: Changed references of "Customer Portal" to "Portal" throughout application.
  • Changed: Log files have been renamed to increment daily and to follow the same naming conventions.
  • Changed: Sound notifications are now provided through Flash instead of QuickTime/MediaPlayer for better compatibility.
  • Changed: Updated Devart MyDirect component for improved MySql access.
  • Changed: Updated MaxMind Geographic files.
  • Changed: Updated Nevron charting component.
  • Changed: Viridian skin included with installer.
  • Efficiency: Background threads now start in a delayed fashion resulting in faster initial performance of the Portal.
  • Efficiency: GetAllAgents web service function in svcOrganization is now faster.
  • Efficiency: Increased performance in queries to SQL and MySQL databases.
  • Efficiency: Resizing the window is now substantially faster in Internet Explorer.
  • Fixed: Administrative alerts limited to a maximum of one per minute.
  • Fixed: Agents can now change ticket status from non-reply version of ticket popup.
  • Fixed: Agents, System Administrators, and Database Administrators should not count towards WhosOn counts.
  • Fixed: Attachments with non-ascii characters in filename will now be stored and retrieved correctly.
  • Fixed: Auto-Close, Auto-Delete, and Auto-Purge will no longer run for deleted departments.
  • Fixed: Cancelling the Sql Server Express installation will no longer stall the installation process.
  • Fixed: Canned Replies now work in plain text mode.
  • Fixed: Canned Replies now work on agent chat view if agent using windowed mode.
  • Fixed: Canned Reply folders are now properly sorted in the left tree.
  • Fixed: Canned Reply preview page now properly shows department name as owner.
  • Fixed: CC field in email reports now functions properly.
  • Fixed: Chat interface no longer throws javascript error for agents with page pushing disabled.
  • Fixed: Chrome users no longer show up as using "Safari" in the list under WhosOn.
  • Fixed: Clicking cancel when viewing a ticket in windowed mode now properly navigates.
  • Fixed: Clicking on an unread item will now immediately update the read/unread icon.
  • Fixed: Comments and Emails from related tickets will now indicate that they came from another source in the viewer.
  • Fixed: Custom field values were not being set to default values on new tickets and chats in the portal.
  • Fixed: Custom reports that fail to load can now be deleted or edited.
  • Fixed: Date in the notification window now show properly.
  • Fixed: Default notification profile name no longer appears like it can be changed.
  • Fixed: Deleted items in grids will now appear with a strikethrough to better identify them.
  • Fixed: Deleting a notification profile will first check to ensure it is not in use.
  • Fixed: Dismiss All in the notification window will no longer dismiss snoozed items.
  • Fixed: Emails without a from or reply-to header will no longer cause loops in email import thread.
  • Fixed: Event action "Log to File" now contains an option to date-stamp the file for easier management.
  • Fixed: Hyperlink custom fields now have a link next to them to pop up the hyperlink.
  • Fixed: If an invite or forced chat is done automatically the system now checks to see if agent is active before initiating the action.
  • Fixed: If quotations are entered into chat invitation text, they no longer causes a javascript error.
  • Fixed: If you click "Dismiss All" in the reminders popup. it now properly closes the popup.
  • Fixed: Import of emails with empty plain text part no longer fails.
  • Fixed: Included web server will no longer be set to a startup mode of "boot" on upgrades.
  • Fixed: Included web server will no longer startup on upgrades if it was disabled or set to manual startup before.
  • Fixed: Other sesson state providers (like the Windows State Service) can now be used with SmarterTrack.
  • Fixed: Plain text in forwarded tickets is now properly encoded.
  • Fixed: Previous email content is now being included with plain text replies.
  • Fixed: Push web page during chat with https:// or non-lowercase http:// now functions properly.
  • Fixed: Quote Email link will not show up unless ticket is assigned to the working agent.
  • Fixed: Quote Email now works in plain text mode.
  • Fixed: Reminder window will now focus on system tab if system events are present but user events are not.
  • Fixed: Reminders count at the top of the interface now properly updates when reminders are added/removed.
  • Fixed: Reminders popup no longer throws "DoAlertsPopup" javascript error.
  • Fixed: Removed Push Web Page function and Browser tab from chats that are still in the queue.
  • Fixed: Removed unused App_Data\Working folder from installer.
  • Fixed: Replies through email to a ticket created by an agent with forwarding enabled now function properly.
  • Fixed: Required field indicator no longer wraps in the portal.
  • Fixed: Resizing fixed in HTML editor in Google Chrome Beta.
  • Fixed: Resolutions tab will no longer format the status of a ticket on a separate line.
  • Fixed: Resolved a display glitch with some html emails in ticket viewer.
  • Fixed: Search index now properly updated with ticket replies sent by agents.
  • Fixed: Signatures now work in plain text mode.
  • Fixed: Social network links now pop up in a new window.
  • Fixed: Spacing corrected on Add Favorite Report popup.
  • Fixed: Take Chat when viewing the queue no longer causes a javascript exception.
  • Fixed: Take Ticket in preview now properly refreshes the preview pane.
  • Fixed: The chat invitation window no longer looks different between Internet Explorer and FireFox.
  • Fixed: The HTML WSYIWYG editor will now work correctly in Google Chrome.
  • Fixed: Too many transfer items were being added to Live Chat details during assignments.
  • Fixed: Transfer dialog with non-popup mode no longer fails to return to ticket list page.
  • Fixed: Translations now work in chat invitations.
  • Fixed: Unread tickets and chats now appear bold.
  • Fixed: User level events are now deleted when a user is deleted.
  • Fixed: Very long attachment filenames no longer cause email import failures.
  • Fixed: Web service functions in svcOrganization no longer return deleted items.
  • Fixed: When multiple responses are sent to a ticket before an agent responds, idle time is no longer reset.
  • Fixed: When two tickets are related, comments now properly show up under the primary ticket.
  • Fixed: When using windowed ticket mode, quote email button now brings up reply window correctly.
  • Fixed: Zero byte email files will no longer cause loops in the email import thread.
  • None: The database will be automatically updated when SmarterTrack is upgraded and restarts.

Version 3.5.3167 (Sep 2, 2008)

  • Added: Abandoned Chats Report added to Audit Reports.
  • Added: Toolbar button added to editor that allows hyperlinks to be unlinked.
  • Added: Web service function in svcTickets.asmx called AddTicketNoteHtml added that does not Html-Encode the input text, allowing for custom HTML blocks to be embedded in tickets.
  • Fixed: "Group By" no longer appeas as a subheading under reports that do not allow grouping.
  • Fixed: Database settings page no longer shows incorrect connection details if security set to integrated.
  • Fixed: Link Manager icon is no longer hidden on ticket reply editor.
  • Fixed: System Admin that is also an agent can now be the target of a chat event action to invite visitor to chat.
  • Fixed: Whitespace trimming routine no longer takes a very long time on some types of message replies.

Version 3.5.3159 (Aug 24, 2008)

  • Added: "Business Days" setting in General Settings.
  • Added: "Max Messages to Include in Replies" setting now includes more than one previous ticket response in replies.
  • Added: "Max Raw Content Disk Space" setting in Ticket Settings which defaults to 2000 MB.
  • Added: "Max Raw Content Files" setting in Ticket Settings which defaults to 25,000 files.
  • Added: Code Blocks can now be embedded in KB articles and news items.
  • Added: Default values for custom fields can now be set in "GetCustomFieldOptions" external provider.
  • Added: Document links can now be embedded into KB Articles and News Items from agent-level and shared department-level folders.
  • Added: Flash files can now be embedded in KB Articles and News Items from agent-level and shared department-level folders.
  • Added: Format Stripper tool added to editor to clean the HTML of styles, font tags, and Microsoft Word tags.
  • Added: Images can now be embedded into KB Articles and News Items from agent-level and shared department-level folders.
  • Added: Media files (movies) can now be embedded into KB Articles and News Items from agent-level and shared department-level folders.
  • Added: Option to enable/disable new user registration in Customer Portal.
  • Added: Report subheaders now show date range, group by, and filter.
  • Changed: Attachments folder is now sub-foldered by year and month to keep disk access fast on high-volume systems.
  • Changed: Database Administrator role can only be removed by System Administrators now. It can only be added by another Database Administrator.
  • Changed: Detach ticket / live chat icon changed for better clarity.
  • Changed: Forwarded emails now contain most recent emails from agents since last reply to customer.
  • Changed: Icon changed for live chats in Communication and Related Items tabs for clarity.
  • Changed: In General Settings page, "Dictionary" changed to "Spell-Check Dictionary" for clarity.
  • Changed: KB Category view in Portal will now show articles with same # of views in alphabetical order.
  • Changed: Portal fonts changed slightly for more readability.
  • Changed: Raw Content settings moved under a tab in Ticket Settings page.
  • Changed: Reply and Leave Active will no longer reassign ticket immediately.
  • Changed: Text of items on some settings pages slightly altered for clarity.
  • Changed: The first group of messages from the customer and from agents will be expanded by default, making it easier to see multiple messages concurrently.
  • Changed: Ticket web service calls will now record exceptions to the error logs.
  • Changed: Viridian skin changed to support code blocks in Knowledge Base and News Items (re-download recommended).
  • Fixed: "View Ticket Online Text" in Department Settings page not showing up if set to the default.
  • Fixed: Agent replies or updates to a ticket will not reset the "unread" flag for that agent.
  • Fixed: Agents going active in a group did not properly take into account the Max Tickets setting.
  • Fixed: Attaching a ticket to another ticket during new ticket creation no longer fails.
  • Fixed: Casing of RE:, Re:, and re: made consistent in email replies (re:).
  • Fixed: Certain columns in reports no longer appear blank.
  • Fixed: Closed live chats no longer get reassigned by the system.
  • Fixed: Closed tickets grid should not take priority into account when sorting.
  • Fixed: Co-Chatting from a System Administrator who is not also an agent no longer causes errors on customer interface.
  • Fixed: Coaching messages no longer increase message count for live chat.
  • Fixed: Custom field conflict resolution popup when linking two items now properly commits all changes.
  • Fixed: Custom field sort order now properly takes effect in Customer Portal.
  • Fixed: Custom field sort order now properly takes effect in Management Interface.
  • Fixed: Custom fields for email and display name are now being filled out properly with email tickets.
  • Fixed: Custom fields that were changed to "required" in external providers are now properly enforced.
  • Fixed: Default Time Zone in general settings now displays properly for all time zones.
  • Fixed: Display names set in Custom Templates now display properly in agent's custom fields tab.
  • Fixed: Event action to send email now properly parses "To" address if #customeremail# variable used.
  • Fixed: Failure to send an auto-responder no longer creates multiple tickets for the same inbound email.
  • Fixed: Group by Month on reports no longer results in duplicate rows.
  • Fixed: Groups in which Live Chat is not enabled for an agent will no longer show in the Active Groups page.
  • Fixed: In some cases, tickets with attachments could not be purged.
  • Fixed: Invalid column name 'IsVisibleToAgents' on initial setup fixed.
  • Fixed: It is no longer possible to remove System Administrator or Database Administrator role from the Primary Administrator user.
  • Fixed: Javascript "access denied" error when interface opened from another window.
  • Fixed: KB auto-suggest now works properly for live chat sessions.
  • Fixed: Large values for stale days (over 100000) no longer causes exceptions.
  • Fixed: Linking two tickets now properly checks for custom field conflicts.
  • Fixed: On Advanced Search pages the word "to" is now properly styled.
  • Fixed: Pin Ticket menu items no longer appears for items in the queue.
  • Fixed: Pushed web pages now properly pop up in FireFox.
  • Fixed: Secondary tickets related to another ticket now show custom fields of primary ticket in custom fields tab.
  • Fixed: Sending email report to multiple recipients in TO line now functions properly.
  • Fixed: Spell checking now takes into account Dictionary setting in General Settings.
  • Fixed: Subjects of tickets submitted through portal are no longer getting double Html-Encoded.
  • Fixed: Superfluous ending whitespace removed from end of email contents.
  • Fixed: Taking ownership of a live chat that has been in the queue a long time no longer AFK's the agent.
  • Fixed: The "Assigned To" drop-down no longer defaults to "Myself" when editing a canned reply assigned that is to a department.
  • Fixed: The "Re[#]:" is now properly stripped from inbound ticket subjects.
  • Fixed: Ticket replies entered in Portal now properly set the To Address to the department.
  • Fixed: Ticket replies that have differing email addresses from the ticket will now indicate the difference.
  • Fixed: Unchecking "Enable waiting ticket counters in left tree" option now properly takes effect.
  • Fixed: Upgrades no longer start duplicate email import threads until an application restart.
  • Fixed: Verification emails now always hyperlink the URL.
  • Fixed: Viewing a ticket or live chat in the main window doesn't return you to the same view upon return.
  • Fixed: Web service failing on SetTicketCustomFields in some cases.
  • Fixed: Web service for "Create Ticket" not setting default custom fields.
  • Fixed: When front-line group members not active, live chat icon could still show as active in some cases.
  • Fixed: WhosOn filters are now alphabetized in left tree and in WhosOn Settings page.
  • Fixed: Zooming in IE no longer causes display issues in Customer Portal breadcrumb area.

Version 3.5.3126 (Jul 23, 2008)

  • Added: Ability to invite site visitors to live chat through WhosOn.
  • Added: Additional detail entries added to record who ended the live chat session.
  • Added: Button added to ticket list page to get tickets from queue or push them from the queue to specific users.
  • Added: Clear Search button added to Advanced Search Pages.
  • Added: Coaching added that allows administrators to chat with agents during a live chat session.
  • Added: Live Chat sound alert fires when someone is waiting in queue
  • Added: Mapping support for Live Chat using Google Maps and Virtual Earth.
  • Added: New Live Chat Auto-Handoff options added for inactivity.
  • Added: New Live Chat distribution model: Cherry-Picking
  • Added: New Live Chat distribution model: Round Robin
  • Added: New Live Chat grid column for Chat number.
  • Added: New Live Chat grid column for City
  • Added: New reports added to support additional live chat features.
  • Added: New ticket distribution model: Cherry-Picking
  • Added: New ticket distribution model: Round Robin
  • Added: New ticket distribution model: Service Oriented
  • Added: Option to show waiting ticket counts in interface and include in the total count in tree
  • Added: Options added to disable live chat sounds
  • Added: Push Web Page support for live chat that allows web pages to be sent to people chatting and allows agent to know when they are closed.
  • Added: Related items now shows the primary ticket assigned to a secondary ticket.
  • Added: WhosOn Events and Actions
  • Added: WhosOn visitor detection and monitoring.
  • Changed: Bots and Spiders will no longer be counted in KB Views or News Item Views.
  • Changed: Capitalization of CC changed to Cc for consistency.
  • Changed: Database prefix is now a required field.
  • Changed: Live Chat Links page altered to function more like other pages of its type.
  • Changed: Live Chat weight replaced with Enabled Flag (weights not necessary in new distribution models)
  • Changed: On skin change, the page will fully refresh, making the skin change take effect immediately.
  • Changed: Popup comments window resized to be bigger.
  • Changed: Private categories will now return a 403 from the RSS feed if not logged in (instead of empty feed)
  • Changed: SmarterTrack now uses the .NET 3.5 framework.
  • Changed: Spacing on "Back to results" button on KB adjusted to look better on longer articles.
  • Changed: To Address of message not allowing some international characters.
  • Efficiency: Agent-side live chat resizing routine optimized
  • Efficiency: Live Chat indicator performance increased substantially on server side.
  • Efficiency: Live Chat KB, Details, and Custom Data tabs were altered to be load-on-demand
  • Efficiency: Live Chat page will now stop calling back once the chat ends.
  • Efficiency: Live Chat redrawing speed increased
  • Efficiency: Numerous performance enhancements to increase speed of pages and services to reduce DB calls.
  • Efficiency: Return values from live chat indicator and site tracking handlers reduced in size
  • Efficiency: Search indexing frequency tuned to reduce load on server.
  • Efficiency: Ticket tabs are load on demand, speeding the interface up significantly
  • Efficiency: Viewstate reduction for ticket and live chat pages
  • Fixed: "Attributes is null" javascript error sometimes occurs in Internet Explorer
  • Fixed: "Enable skin overrides for agents" setting not taking effect.
  • Fixed: "Object reference not set to an instance of an object" error in HttpModule.CompressContent resolved.
  • Fixed: Accented geographic region names not showing properly.
  • Fixed: Advanced search not properly showing agent column when it should.
  • Fixed: Auto KB search causes focus to change to login box on portal's submit ticket page.
  • Fixed: Automatic Installer was not upgrading properly.
  • Fixed: Could not go to any other page except first in root-level kb category listing.
  • Fixed: Double signature on replies in FireFox when opening ticket, then replying.
  • Fixed: Email encoding was not being properly set on outbound emails.
  • Fixed: Email friendly name not showing non-ascii characters properly.
  • Fixed: Emails that use \n instead of \r\n in headers will now be properly imported.
  • Fixed: Encoding problem fixed with the combination of UTF-8 and Quoted-Printable in email body.
  • Fixed: Event category names with ampersands could not be deleted or edited.
  • Fixed: Event-based reports were not properly limiting result sets.
  • Fixed: Exception being thrown in in bounce message detection routine.
  • Fixed: Flagged and Stale reports not working properly.
  • Fixed: Html converted to plain text in ticket message viewer to protect against scripting attacks.
  • Fixed: Initial emails in a ticket will no longer be truncated if they contain other messages.
  • Fixed: KB article auto-responder results did not have properly formatted URLs.
  • Fixed: KB Article Preview page title not showing when printed
  • Fixed: KB searches without results report not working properly.
  • Fixed: KB searches without views report not working.
  • Fixed: Live Chat online/offline image sometimes not updating to offline
  • Fixed: Login.aspx page not correctly updating with language changes.
  • Fixed: Outbound replies will now show content from previous messages if it was altered during the reply.
  • Fixed: Plain text emails now run through additional filters for security.
  • Fixed: Plain text EML attachments in tickets did not show up properly if they didn't contain a content-disposition header.
  • Fixed: Printing Reports had formatting errors causing it to only print one page.
  • Fixed: Public kb category under private kb category can no longer be accessed through RSS
  • Fixed: Purge-All was sometimes removing incorrect attachments
  • Fixed: Quoted-Printable emails were not being decoded correctly for some foreign languages.
  • Fixed: Report column "Abandoned Chats after Assigned" was not properly showing data.
  • Fixed: Scheduled email reports not being sent properly.
  • Fixed: Scroll position in live chat not always being set correctly
  • Fixed: Subject was not properly being HTML Encoded in Ticket pages.
  • Fixed: Ticket actions not working on ticket created event when incoming ticket comes through email.
  • Fixed: Ticket assignments from queue not working properly if department marked as not allowing tickets.
  • Fixed: Ticket transfer not working on ticket created event for tickets coming through email.
  • Fixed: Tickets can no longer be linked in recursive relationships.
  • Fixed: Tickets can no longer be linked to self.
  • Fixed: Undelete and Delete as Spam not showing under ticket right-click menu.
  • Fixed: User-level skin changes not taking effect.
  • Fixed: Verification email not encoding the username in the URL, leading to verification problems when usernames are created with spaces or other special symbols.
  • Fixed: View Logs is not properly HTML encoding, leading to hidden email addresses.
  • Fixed: When replying, the ticket's "To" address embedded in the body text is not encoded properly.
  • Fixed: Wraping on long messages without spaces in invitations incorrect

Version 3.1.3089 (Jun 16, 2008)

  • Added: "Require visitors to pass CAPTCHA when registering" option added to Customer Portal settings.
  • Added: Ability to mark certain custom fields to show up in agent interface or not.
  • Added: Current assigned group and agent added to details tab of tickets.
  • Added: Live preview of what customer is typing added to chat window in agent interface.
  • Added: My Chats now includes a Deleted view.
  • Added: My Tickets now includes a Deleted view.
  • Added: My Tickets now includes a Spam view.
  • Added: Support for running SmarterTrack in SWSoft's APS Environment.
  • Changed: Forwarded emails to agents now contain a text/plain section for better rendering on mobile devices.
  • Changed: Undelete now changes ticket status to active, so it will reappear in agent's list.
  • Changed: Verbiage on Related Items under tickets adjusted to make it easier to understand.
  • Fixed: @Chat_SessionEnded appearing in transcript view of closed chats.
  • Fixed: Automatic chat popups not appearing in firefox.
  • Fixed: Canned replies not working if not in popup mode for tickets.
  • Fixed: Changing favorite report date range does not save.
  • Fixed: Client-side chat was not stopping callbacks when chat ended by agent.
  • Fixed: Custom reports are getting cut off in printing.
  • Fixed: Delete canned reply folder throws exception if deleted items exist.
  • Fixed: Deleted (but not purged) items will no longer show up in RSS feeds.
  • Fixed: Error "Object reference not set to an instance of an object" in log files.
  • Fixed: Grouping by custom fields not working in reports.
  • Fixed: HTML-only emails were not getting properly parsed into plain text format.
  • Fixed: Indention incorrect in Related Items tabs.
  • Fixed: Link urls in events not properly adding SmarterTrack root path.
  • Fixed: Live chat link on homepage not using portal root URL properly.
  • Fixed: Null reference exception when using "View this ticket online" link to a deleted ticket.
  • Fixed: Over slower connections, chats would sometimes repeat messages.
  • Fixed: Portal not scrolling when viewing ticket with multiple responses.
  • Fixed: Portal now uses standard mode instead of "quirks" mode for IE.
  • Fixed: Recent news section showing up even if all articles are private.
  • Fixed: Report printing is not printing entire contents of report.
  • Fixed: Request validation disabled for event actions to allow HTML in email fields.
  • Fixed: Right to Left language translations will now update portal pages to be RTL (Does not apply to Management Interface).
  • Fixed: RSS feeds not properly using the SmarterTrack base URL.
  • Fixed: Scrollbars appearing on chat interface when not needed.
  • Fixed: Settings panel not translatable in management interface.
  • Fixed: Setup Wizard was not showing the correct visibility of fields for DB setup.
  • Fixed: SmarterTrack Base URL will now add a slash (/) at the end if the administrator doesn't add one.
  • Fixed: Some language strings in chat were not translatable.
  • Fixed: Style of buttons on portal simplfied for better RTL support and faster rendering.
  • Fixed: The company logo link on the client chat window will now pop up in a new window.
  • Fixed: Ticket advanced search not properly taking status into account.
  • Fixed: Undelete was not clearing spam flag properly.
  • None: Note: Some style sheet (CSS) items have changed. Custom skins will need to be double checked to ensure proper operation.

Version 3.1.3050 (May 8, 2008)

  • Added: Canned replies can now be set as being for Tickets, Chats, or Both.
  • Added: New Event Action for KB Articles - Set Item Properties.
  • Added: New search option for Tickets that includes Active and Waiting tickets.
  • Added: New svcOrganization web service that allows querying of departments, groups, agents, and agent/group memberships.
  • Added: Tickets can now be pinned during the transfer process.
  • Added: Toolbar added to agent chat that supports Spell Check, Add Canned Reply, and HTML mode toggle.
  • Changed: More than one new ticket window can be opened at a time.
  • Efficiency: KB and News sections enhanced for better performance.
  • Efficiency: The order of loading files in browsers on the Customer Portal changed to make site appear faster.
  • Fixed: "Forgot login" email not using SmarterTrack Base URL setting in General Settings.
  • Fixed: "More Articles" link in KB in portal should not count private or draft items.
  • Fixed: "More Articles" link in KB section of portal changed to stand out a bit more and to more accurately reflect its purpose.
  • Fixed: "Verify email account" email not using SmarterTrack Base URL setting in General Settings.
  • Fixed: Additional security checks added to KB articles in private folders or marked as draft.
  • Fixed: Agent logout on MySQL throwing exception.
  • Fixed: Business hours failed checks if UTC adjusted time overlapped midnight.
  • Fixed: Changes to App_Theme\CSS\Portal were not being automatically detected as changed by SmarterTrack.
  • Fixed: Changing translation on Customer Portal not taking effect reliably.
  • Fixed: Chat messages occasionally being duplicated or lost over slow connections.
  • Fixed: Clicking on a row in Active Chat Groups or Active Ticket Groups will take you to the appropriate tab of the agent's Active Groups page.
  • Fixed: Content being cropped on KB Search results and News Summary view in the Customer Portal.
  • Fixed: Department page has a minor javascript error.
  • Fixed: KB and News Article content spaced incorrectly in portal.
  • Fixed: KB preview pane not indenting correctly in management interface.
  • Fixed: On connection failure, Management Interface stopped updating automatically.
  • Fixed: On Portal, user verification page not properly showing message on successful verification.
  • Fixed: Popular KB article lists were displaying items under private folders.
  • Fixed: Print icon should be available when viewing a ticket.
  • Fixed: Replying to a ticket and marking it waiting or closed should not immediately reassign it.
  • Fixed: Search indexing not working properly on MySQL.
  • Fixed: SetTicketCustomFields web service function was not working properly.
  • Fixed: Sound notifications on FireFox were making the main window steal focus and causing chat glitches.
  • Fixed: SQL Server 2000 "SET NULL" error on database upgrade.
  • Fixed: Ticket list would not show idle tickets longer than 90 days ago.
  • Fixed: Transfer not working when ticket viewed in Inline mode.
  • Fixed: Using "View this Ticket Online" to navigate to a deleted ticket now properly redirects to Customer Portal homepage.
  • Fixed: Verification email not correctly validating some users in certain time zones and in Entourage.
  • Fixed: When saving settings on Customer Portal settings page, custom links list clears out.

Version 3.0.3040 (Apr 27, 2008)

  • None: Initial release of SmarterTrack 3.x